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A SYSTEMATIC ANALYSIS OF SERVICE QUALITY AND CUSTOMERS' SATISFACTION IN URBAN CO-OPERATIVE BANKS BY SERVQUAL
2021, Wesleyan Journal of Research
Purpose: This empirical research work has conducted to appraise the service's quality offered by the urban cooperative banks and accessible to its customers and effect on their satisfaction. It also aimed to analyse which dimension of SERVQUAL impacting more on customers' satisfaction. Design and Methodology: Four hundred (400) account holders were involved in this study, and simple random sampling method was the method selecting the samples. The systematic and structured questionnaire (Including SERVQUAL model and Satisfaction questionnaire) was used to accumulate the primary records. Secondary methods of data such as Articles, Journals, websites etc. were included for the accumulation of the information. Analysis Tools: Correlation has been utilized to analyze, infer and to test the hypothesis of the actual data having dependent and independent variables (categorical data). To analyse impact of SERVQUAL on customers' satisfaction multiple regression analysis has employed through SPSS-20. Findings: This Research has procreated that, majority of the respondents' age is 30 years, 72 percent were male, having less educational qualification and those were farmers. The positivity and significances in the relationship has found among all the services quality dimensions and customers' satisfaction in the urban cooperative banks. Tangible is having highest influence on customers' satisfaction followed by Assurance, Empathy, Responsiveness and Reliability. Research limitations: This work is covers only 400 respondents and limited to urban cooperative society (Bank).
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The importance of banking in an economy can never be overstated. In Kerala, the cooperative banks play a major role along with the commercial banks in catering to the finance-related needs of the society. The banking sector has undergone a flood of changes in the regulatory landscape, customer perceptions and technology-based delivery systems over the ages. The present study attempts to compare the perceived service quality among the customers of commercial and cooperative banks of the State, based on the SERVQUAL model. The study finds that the cooperative banks lag behind the commercial banks in many aspects, that there are very little avenues where they draw an equal comparison.
IEOM Society International
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The purpose of this study is to analyze the quality of service (servqual) among others empirically testing the influence of Tangible, Reliability, Responsiveness, Assurance, and Empathy on Customer Satisfaction. The population in this study is BRI Ambon Branch customers in Ambon City. The sampling method used was purposive sampling with a total sample of 91 people to be studied. The analytical tool used is a Multiple Linear Regression. The results showed that the significant influence between Tangible on Customer Satisfaction, Reliability on Customer Satisfaction, Responsiveness on Customer Satisfaction, Assurance on Customer Satisfaction and Empathy on Customer Satisfaction either simultaneously or partially.
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IAEME Publication
The banking sector is the backbone of economic development of India. Especially Urban Cooperative bank with its reach to the bottom of the pyramid gained the confidence of common people for various their financial needs. This study is aimed at finding out the difference between the customer satisfaction of Pune, Mumbai and Nagpur region concerning five aspects of banking services. It includes-Telephonic Contact, Various banking parameters, mailed statement, Banking officer behaviour and Branch aspects. This study is based on primary data. In all 40 responses from each region collected from Urban Bank customers. Random sampling method adopted for collection of the responses and MS excels used for the analysis of the collected data. The finding has shown variations in responses based on region and aspects considered for the study..
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The obvious use of gap scores is to allow the service manager to determine the current quality of service and to measure existing gaps. The basic aim of that current study is to assess the gap between service expectations and performance quality in private commercial banks in Bangladesh through the adaptation and adjustment of the Service Quality (SERVQUAL) model. The present study was conducted in January to March of 2019. A total number of 370 respondents have been fixed for the study with the application of a non-probability convenient sampling technique. A 7-point Likert scale has been employed to assess the perception of service quality in private commercial banks. Though the respondents show their satisfaction regarding the service they received from their respective banks. However, all the 22 areas under 5 dimensions of SERVQUAL model the performance of the bank has found to be inadequate in comparison to what customers expect in terms of service delivery.
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IMAGES
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Design: This study looks into a variety of conceptual and empirical studies on customers' satisfaction with cooperative bank services. The literature from 1996 and 2022 is reviewed in the study ...
that Perceived Quality contributes to customer satisfaction in cooperative banking to a larger extend than Perceived Value. Moreover, the study ranked the importance of each variables impacting customer satisfaction as follow: (1) Accessibility, (2) Employee Competences, (3) Trust, (4) Reliability, (5) Price Transparency, (6) Reactivity.
A Comparative Study On Customer' Satisfaction In ... 1,542 urban cooperative banks and 94,384 rural cooperative banks as of September 2019. ... LITERATURE REVIEW Puja K and Yukti A reveals that Private Banks have more satisfied customers due to good services. Private sector
Nevertheless, banks' being customer-oriented does not necessarily guarantee customer satisfaction unless a quality service is delivered to satisfy the bank customer (Bamfo et al., Citation 2018). The banking sector of Ghana, which is the focus of this study, has remained a very strategic sector for the nation's quest for development and ...
Data collected from respondents was analyzed by using qualitative analysis, descriptive, correlation, and regression analysis. Keywords: Service Quality, Customers' expectation and perception, Customer Satisfaction, Customer Gap. DOI: 10.7176/RJFA/11-17-02. Publication date:September 30th 2020.
The present study identifies the important factors affecting customer satisfaction for cooperative banks of surat city. LITERATURE REVIEW: According to Zeithaml et al (2006:214), "resolving customer problems effectively has a strong impact on customer satisfaction, loyalty, word of mouth communication, and bottom line performance".
ABSTRACT Purpose: Reviewing customer satisfaction with cooperative bank services is the major goal of the study. The study offers practical recommendations at the end to raise satisfaction of customers. Co-operative banks operate on the "one person, one vote" principle. Cooperative banks may offer a variety of services, including savings accounts, loans, insurance, and investment products.
Customer satisfaction has a crucial role in today's business management and is viewed as a valuable form of customer feedback (Ahmad et al. 2021; Wang, 2020).Oliver defines customer satisfaction as "the consumer's fulfillment response.It is a judgment that a product or service feature, or the product or service itself, provided (or is providing) a pleasurable level of consumption-related ...
2. The level of satisfaction of corporate clients with bank services is determined by people who have the authority to represent these clients in the bank on the basis of their experience of interaction with the bank. 3. There is no uniform method for assessing the level of customer satisfaction.
KEYWORDS: Co-operative bank, Customer Satisfaction, Service Quality Service quality is a judgemental issue relating to individuals perceived expectation of service and the actual service performance. Many definitions are applied to the concept of service quality. ... REVIEW OF LITERATURE Dr. C. Saraswathy & Dr. R.V.Suganya (2018), This primary ...
the country along with improving the financial health of the ground level cooperative institutions. II. Literature review The Author Jyoti Gupta, Suman Jain in year 2012. "A study on cooperative bank in India with special reference to lending practices". y the help of 100 respondents In These banks provide most services
Purpose: Reviewing customer satisfaction with cooperative bank services is the major goal of the study. The study offers practical recommendations at the end to raise satisfaction of customers.
4. To suggest the measures to improve the functioning of co operative bank V. REVIEW OF LITERATURE 1. Joby Joseph Thoomkuzhy, Merry Elizabeth John, (2018),in their study"Service quality dimensions in Idukki district co-operative bank", conducted to analyze the satisfaction level of the customers who are availing services from the bank.
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